Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid and helped to avoid around 9 million tons of CO2 in FY 2023. With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented people across five continents. 

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape. 

Join us at Landis+Gyr, where we manage energy better! 

Position Summary
The IT Service Desk Support will provide first contact IT support to the end user.  The role predominately processes IT service requests, incidents, management of end users’ assets, onboarding/offboarding, manufacturing IT operational activities and adherence to compliance activities.  
The end user normally contacts IT via phone, email or service desk tool, where first level analysis is done to review and resolve the ticket type.  The IT Service Desk Support is supported through the use of knowledge base articles and a peer network. Where issues arise and further follow-up is required, tickets can be escalated to level 2.
The role requires a strong customer focus with a “can do” attitude as well as attention to detail and quality.
Service Desk operates in multiple timezones and the shifts may be adjusted to suit the country supported and local timezones.  The position is predominantly onsite but remote work may be supported.

Key Areas of Responsibility

• Answer, triage, prioritize and resolve incoming helpdesk or support related tickets through the service desk system where users experience issues with hardware, software, networking and other computer-related technologies.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff.
• Tickets will be owned and escalated to comply within our SLA’s.
• Provide prompt, honest, and accurate feedback to customer related inquiries or issues.
• Logs and tracks calls using service desk ticket tool and maintains history records and related documentation.
• Ensures reliable backup and recovery of services that are time critical, predominantly in the manufacturing environment.
• Workstation build using various processes and tools. 
• Ensures that only licensed software is installed through various reviews and compliance is adhered too.
• Coordinate hardware/software problems with third party support vendors for services.
• Ensure end user assets and information are managed and provided timely during onboarding/offboarding process.
• Coordination of procurement activities that initiates from a service request.
• Contribute to internal documentation, including knowledgeable articles, videos, and white papers.
• Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc)

Required skills

• Technical/Trade School in computers, electronic engineering or similar
• At least 3 years of relevant industry experience.
• Experience in working in an ITIL environment
• Managing and working with service desk systems, like ServiceNow.
• General network experience
• CompTIA A+ highly desired
• Microsoft certifications highly desired
• Environmental Health and Safety (EH+S)

Knowledge/Skills/Abilities

• Proven track record of working in an L1 Support model  
• Ability to Qualify/Triage/Escalate hardware/software issues
• Excellent customer service, time management, problem solving and documentation skills
• Ability to work across cultures and time zones.
• Outstanding communication skills - Ability to communicate at all levels of the organization
• Good working knowledge of Microsoft operating systems and O365 Applications (Windows 10 and Active Directory administration)
• Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN)
• Exposure to multi-domain, multi-site networks 
• Familiarity with Dell, Lenovo and/or Toshiba hardware
• Ability to work with externals, including consultants and partners
• Proactive “can do” attitude
• Strong written and spoken English language skills with cultural awareness
• Effective listening, constructive advice and the ability to understand others.
• Experience working with various A/V technologies
• Analyzing and troubleshooting computer network related problems
• Technical understanding of server / VMware environment 
• Time critical environments, like manufacturing

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